Platinum Package
Our Platinum Tier provides a dedicated, ring-fenced outsourced contact centre team operating as a direct extension of your organisation. Designed for businesses requiring high scalability and deep operational integration, it supports complex customer contact environments across voice and digital channels. With a team aligned to your processes and systems, Lemon delivers consistent 24/7 coverage while maintaining full operational oversight.
Who the Platinum Tier Is Designed For
The Platinum Tier is designed for organisations requiring fully dedicated outsourced contact centre support.
Many businesses adopt the Platinum Tier when customer contact becomes mission-critical to their operations and requires consistent service delivery from a ring-fenced team aligned with internal processes.
This tier is commonly used by organisations with higher contact volumes, complex operational workflows or customer support environments where deeper integration with internal systems and teams is required.
By providing a dedicated team aligned to your processes, the Platinum Tier delivers greater service consistency, operational control and scalability.
Dedicated Contact Centre Teams
Unlike shared contact centre services, the Platinum Tier provides a ring-fenced team dedicated to your organisation.
Agents operate as an extension of your business, working within agreed processes, systems and service standards. This approach allows organisations to maintain consistency of service, deeper operational knowledge and greater control over customer interactions.
Supported by Lemon’s enterprise contact centre platform and UK-based 24/7 operation, the Platinum Tier enables organisations to scale customer contact operations while maintaining high service standards. Dedicated teams can also be supported by Lemon’s shared contact centre operation to provide wrap-around coverage during overnight periods, peak demand or seasonal spikes, ensuring continuous 24/7 support.
Enterprise Service Governance and Operational Control
The Platinum Tier introduces the highest level of service governance within Lemon’s contact centre framework.
Dedicated teams operate within bespoke service level agreements supported by regular operational reviews, structured reporting and performance monitoring.
This governance framework ensures organisations maintain clear visibility of service performance, customer contact volumes and operational outcomes while benefiting from the flexibility of an outsourced service model.
What’s Included in the Platinum Tier
• Dedicated, ring-fenced contact centre team
• Multi-channel customer contact support
• Interaction with internal systems and portals
• 24/7/365 customer contact coverage
• Bespoke service level agreement
• Weekly service reviews
• AI-enhanced quality framework
• Unlimited third-party systems and portals
The Platinum Tier represents the highest level of outsourced contact centre support within Lemon’s service framework, providing organisations with a fully integrated customer contact operation.
Many organisations combine the Platinum Tier with wider Business Process Outsourcing services, allowing Lemon to support both customer contact and operational workflows within a single outsourcing partnership.
FIND YOUR PACKAGE
| Bronze | Silver | Gold | Platinum | |
|---|---|---|---|---|
| Dedicated agents | ||||
| Shared agents | 1000 mins | >1500 to 5000 mins | > 5000 mins | Overflow optional |
| 24/7 Support | ||||
| Call Answering | ||||
| Email Management | ||||
| SMS | ||||
| Web Messaging | ||||
| Messaging Apps (e.g. Whatsapp) | ||||
| Third Party Systems & Portals | Up to 5 | Up to 5 | Unlimited | |
| Quality Framework | Standard | Standard | Bespoke | AI Enhanced |
| Service Level Agreement | Standard | Standard | Bespoke | Bespoke |
| Service Level Reviews | Biannually | Quarterly | Monthly | Weekly |
| Live Dashboard | ||||
| On-Call Matrix | ||||
| Triage Tool | ||||
| Knowledgebase | ||||
| Call Recording |
Discuss Your Dedicated Contact Centre Requirements.
24/7 Availability UK based Bespoke service